Consulting practice
IT service management processes and tools based on ITIL, COBIT and ISO/IEC 20000.
Formal, structured and standards-based IT service management has become essential for most organisations. Users expect reliable services, and the business expects ICT to report on them in business terms.
Our approach to IT service management is based on frameworks such as ITIL, COBIT and ISO/IEC 20000. We offer a full set of consulting services: we assess, analyse, design, develop, implement and manage IT service management services and solutions.
Engagements often begin with a maturity assessment of key processes such as incident, problem, change, request and service level management. We then design processes that fit your size and culture, define service catalogues and service levels, and implement the IT service management (ITSM) tooling to support them.
The goal is a service desk and support model that resolves issues quickly, learns from repeat problems and shows the business how services are performing against what was agreed.
Technology
IT service management (ITSM) platforms that support incident, change, problem and asset processes.
Technology
Service desk tooling and processes that log, route and resolve requests against agreed service levels.
Technology
Monitoring of applications, servers and networks that flags degradation before users notice.
No. We start with the processes that cause the most pain, usually incident, change and service level management, and add others as the organisation matures.
Yes. We assess your service management against the standard and close the gaps in processes, documentation and evidence.
Yes. We implement ITSM platforms and configure them around the processes we design with you.
A fixed-scope assessment shows where you stand and what to fix first. Tell us what you need and we will propose the right one.